Technical Support Specialist II
2 days ago
**Job Summary**
CrossLink Professional Tax Solutions is seeking a highly skilled Technical Support Specialist II to join our team. As a Technical Support Specialist II, you will be the main contact for customers to provide technical support and service for our products.
**Key Responsibilities:**
- Provide technical support and service to customers via various channels, including phone, chat, and email.
- Assist customers with product questions and resolve issues in a timely and professional manner.
- Create and manage Jira issues to ensure seamless escalation to other personnel.
- Monitor Jira issues and escalate to ensure problems are handled as expeditiously as possible.
- Analyze customer cases to identify trends and specific customer pain points to drive improvement in service quality and effectiveness.
- Use professional judgment to resolve problems and provide solutions.
- Serve as a point of contact for large customers and assist seasonal technical support agents.
- Drive quality assurance from a technical support team perspective and provide assessment of existing systems.
- Work effectively in a team environment and perform additional related duties as assigned by management.
**Requirements:**
- Associates Degree in Computer Science or 3 years of experience.
- 2 years of software technical support experience in a call center environment, Windows Environment, Network Functions, and Configurations and Software Applications.
- 2 years of customer service experience.
- Bi-Lingual (English/Spanish) skills.
- Basic knowledge of Tax concepts.
**Salary:** $24.00 per hour.
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